The State Post Bureau: The brands with higher scores in public satisfaction are SF Express and JD Express

On October 29, the State Post Bureau announced the results of the 2025 third-quarter express service satisfaction survey and timely delivery rate test. The specifics are as follows:

1. Basic Situation The monitoring subjects for 2025 include 9 express service brands, specifically: Postal Express, SF Express, Zhongtong Express, YTO Express, Yunda Express, STO, JD Express, Debang Express, and Jitu Express. The survey covered 50 cities, including all municipalities, provincial capitals, and 19 cities with a large volume of express delivery. The satisfaction survey was conducted online, with users of express services in 2025 evaluating satisfaction in five areas: ordering, pickup, delivery, information inquiry, and service issue handling, resulting in 8,255 valid samples. The timely delivery rate test used systematic data sampling, focusing on domestic off-site parcels, yielding 2.12 million valid samples.

2. Survey Results The express service satisfaction survey indicated that the public satisfaction score for express services in the third quarter of 2025 was 85.0 points, an increase of 1.3 points year-on-year. In terms of brand public satisfaction, the brands with higher scores were SF Express and JD Express. In terms of regional public satisfaction scores, Henan, Tianjin, Jiangsu, Beijing, Qinghai, and Hebei scored above 86 points, indicating higher satisfaction. The survey showed that in the third quarter of 2025, regarding ordering services, the satisfaction scores for users ordering through a unified customer service hotline and via courier phone orders were 90.7 points and 87.7 points, respectively, increasing by 4.3 points and 2.1 points year-on-year. In terms of pickup services, the satisfaction scores for pickup service and the timeliness of home visits were 87.9 points and 86.4 points, respectively, increasing by 3.5 points and 2.3 points year-on-year. For information inquiry services, the satisfaction scores for full-process information push and timely and accurate logistics information were 85.7 points and 86.2 points, respectively, increasing by 0.9 points and 0.7 points year-on-year.

The timely delivery rate test for express services in key national regions found that the overall time limit for express services in the third quarter of 2025 was 51.32 hours, shortened by 2 hours year-on-year. From the perspective of different segments, the average time limit for the sending location processing segment was 8.50 hours, extended by 0.28 hours year-on-year; the average time limit for the transportation segment was 29.94 hours, shortened by 2.50 hours year-on-year; the average time limit for the receiving location processing segment was 9.95 hours, extended by 0.29 hours year-on-year; and the average time limit for the delivery segment was 2.94 hours, shortened by 0.06 hours year-on-year. The 72-hour timely delivery rate was 86.47%, an increase of 2.08 percentage points year-on-year. By brand, the brands with higher 72-hour timely delivery rates were Postal Express and SF Express